Formal Complaint - Request for Refund - Incorrect and Ineffective Product

I am writing to formally lodge a complaint regarding the spectacles I purchase from Spec-Savers Soshanguve Crossing Mall. I believe I was sold a product under false pretenses and misrepresentation, and I am exercising my rights in terms of the Consumer Protection Act, 68 of 2008 9cPA), particularly the provisions regarding the colling-off period, misrepresentation, and the right to return defective or unwanted goods. on 19th March 2025, I visited your store in Soshanguve Crossing Mall to order new spectacles. After shopping around, I chose to buy from Spec-Savers despite your prices being the highest, because of the Buy One, Get One Free promotion which seemed like better value. I was charged R3777 for the full package including R674.00 for the eye test an amount I understood to be linked with Buy One, Get One Free package. However, upon collecting the spectacles, I was informed by an optometrist Tshegofatso that the package I had chosen should have cost about R300 plus for the eye test. This directly contradicted what the front desk lady had charged and explained to me. I was led to believe the R300 plus price app**** to the Woza Woza promotion while the R674.00 app**** to the promotion I selected. This shows a serious lack of internal communication and poor product knowledge among your staff. Additionally, I was asked why I was not suprised that that I was not made to choose my sunglasses or have measurements taken. The reality is, as a consumer, I expected professionals to guide me through the correct process. I also did not find it odd because sunglasses in general are often bought without precise measurements - I assumed the process would be similar. I only learned during collection that measurements were required or that I should have selected my sunglasses at that point. This should have been communicated clearly by your team. To make matters worse, the new spectacles are no different in performance compared to my five-year ones. I tested both pairs thoroughly, switching between them, and noticed no improvement in my vision - which defeats the entire purpose of purchasing new lenses. I have returned the product at the store today, 07 April 2025 which is still within five days, in line with Section 16 of the Consumer Protection Act, which allows for cancellation during the cooling-off period. I am therefore entitled to a full refund. Furthermore, Section 20 of the CPA gives consumers the right to return goods that are not as advertised, misrepresented, or not fit for the intended purpose. In summary: - I was misled about the package and pricing - Your staff provided conflicting and confusing information on the preferred product - The product is ineffective and offers no improvement. - The return falls within the legal cooling-off period - I was not guided through key steps- explanation on each product and processes (e.g. choosing sunglasses and getting measurements)

I have returned the spectacles, and I demand a full refund in accordance with the CPA. I expect a written response confirming and outlining the resolution process. Please respond within three working days. If the matter is not resolved to my satisfaction, I will escalate it to the National Consumer Commission.

Yours Sincerely

Kedibone Tshelela Aggrieved Customer *** ***